Support Manager

We seek a sharp, organized, forward-thinking Support Manager to take our Support Team and domain to new heights.

What will you be doing?

Lead and manage day-to-day operations and customer interactions, including ticket queue management, engaging with clients across different touchpoints, and providing guidance and support to team members.
Hands-on technical issue resolution and escalation management: reviewing and addressing escalations, ensuring the resolution of issues, documentation, conducting quality assurance, and communicating the outcomes to clients.
Create and implement programs and procedures to improve overall productivity and performance within the team.
Serve as a liaison between clients, the product team, and R&D; communicate feature requests, identify bugs, analyze usage patterns and data, and utilize reporting tools to identify areas for improvement and reduce manual workload.
Work with Sales, Customer Success managers, Professional Services, and technical teams to maintain customer satisfaction and identify upsell opportunities.

Leadership Responsibilities:
Empower team members by providing guidance, support, motivation, and ongoing training, mentoring, and coaching to ensure their success.
Monitor, analyze, and continuously optimize measurement and analysis of reports to ensure KPIs are met.
Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction.
Collaborate cross-functionally to ensure smooth onboarding of new customers and provide ongoing support to existing customers.
Project/Program Management:
Planning, monitoring, and executing department-related projects.
Provide monthly reports to Product and R&D teams and agree on action items accordingly.
Client Onboarding:
For Existing Clients: Onboarding for new features/products.

Working days - Monday-Friday.